Hi @Dannib1 and welcome to the forum. This a customer forum so you are not addressing Sky. You will need to call them to explain the issue and ask for a replacement.
Are you sure you are fitting it properly as I have never seen your issue but have seen many many many posts from people who are unable to remove the back as it is so stiff.
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If my post (or any other) has solved your issue please mark as an "Answer" as it helps others identify the solution
